Customer Service Associate I

• Provide quick responses to customer inquiries via email, chat and phone

• Assist customers with questions related to all custom sticker and label products offered

• Offer suggestions for improved product matches to customer needs

• Resolve customer issues in real-time by working with the team to find fast solutions

• Understand artwork guidelines to give guidance to customers how we set up stickers and labels for print

• Ability to work autonomously and as part of a team environment

• Communicate with internal teams and cross functionally to ensure a positive customer experience

• Communicate with customers about the StickerGiant.com ordering process and provide accurate information to ensure a positive customer experience from start to finish

• Participate and successfully complete standard CS training

• Demonstrate basic knowledge of all products, pricing, and internal processes in order to support customers

• Demonstrate basic knowledge of all technology systems and tools such as Zendesk and Microsoft Suite

• Demonstrate basic knowledge of all standard operating procedures for handling customer orders

• Develop basic knowledge of the entire product manufacturing process

• Effectively handle multiple customer communication channels (phone, chat, email) simultaneously

• Provide outstanding customer service during each customer interaction

• Demonstrate basic methods for diffusing difficult customer situations

• 2-3 years of experience in customer-facing or similar customer service role

• Exceptional written and verbal skills; clear, concise, and grammatically correct

• Ability to multitask in a fast-paced environment

• Experience with customer service software such as ZenDesk or similar software

• Mac computer literate

• High School Diploma/GED/Equivalent required

• B.S. degree preferred

• Formal customer service training or customer service certification preferred

• Bilingual in Spanish or other foreign language speaking preferred

• This position requires the employee to remain in a seated or standing (we have sit/stand desks) position for prolonged hours. The workstation for this role is in an open cubicle/workspace area.

• The employee is occasionally required to stand, walk, use hands to handle or feel objects, tools or controls; reach with hands and arms; talk and hear. Employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

• Full-time, non-exempt position

• 32 hours per week minimum.

• Customer Support is available to customers from 7:00 am - 6:00 pm MST. Schedules will reflect the current need of the team within these operating hours

• Overtime is NOT required but is available upon request and manager approval

• Core Benefits:

• Health, dental, vision offered at reduced rates. Options for PPO or High Deductible for health coverage.

• High-deductible health plan enrollees will receive an annual company contribution towards your HSA: $600 per employee, and an additional $400 for enrolled dependent(s)

• Life insurance and short-term disability insurance covered at 100%

• Voluntary benefits include accident & critical illness, long-term disability, identity theft insurance

• Paid Time Off: 2 weeks vacation + holidays + floating holidays + 6 sick days

• Paid Leave: Paid maternity leave for employees who qualify for FMLA, as well as parental leave

• 401(k): Match by parent company

• Bonus Program: Bonuses are provided based on achievement of annual financial goals for the company

• Professional Development: We provide opportunities for attending conferences, obtaining and/or renewing certifications, and participating in workshops and will tailor-make your career development plan with you
• Pay Range: $20 - $21/hr

Sticker Giant